Return and Cancellation Policies

ETHICAL AND SUSTAINABLE RETURNS 

We know there is nothing more frustrating than paying for shipping AND needing to return an online purchase. So agonizing! We are online shoppers too and totally get it. However, shipping is a MAJOR expense for small businesses and returns just as much of a let-down. While we can't afford to offer free returns for changing ones mind, like some not-so-sustainable corporate conglomerates can, you are here because we offer something special that can't be found in any department store. Our unique designs come with the peace of mind of being carbon negative and giving back to people and the planet. What's more, brands that care about giving back tend to care more about being high-quality too. Our five-star reviews and 7% return rate, compared to the industry average of 25% for online purchases, are both testimony to the quality of our activewear. If there is ever an issue with your order we will work with you towards the most fair, ethical and sustainable solution.

When it comes to online shopping you can never be too informed, so please take a moment to read our return policy and product information below, and note these will be updated from time to time as we grow! 

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CANCELLATION POLICY

We will be happy to cancel any orders that have not yet shipped. Pre-orders cancelled prior to the pre-order deadline will be fully refundable, however pre-orders cancelled after the deadline will be subject to a 15% stocking fee*. Why is there a stocking fee? As we grow and our customers become less familiar with our slow fashion and sustainability initiatives, a stocking fee is a way to help us reduce the risk of material waste from leftover inventory. It discourages people from cancelling made-to-order purchases and gives us the resources to re-home those that do.

* If the pre-order is delayed more than 2 weeks past the expected ship date it will be fully refundable. For multi-item orders that have selected shipping together, this is based on the item with the latest expected ship date.

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RETURN OPTIONS 

As long as the item(s) meet our below return policies, you will be able to return them for a...

• Refund - Inseam requests are for exchange or store credit only
• Exchange
• Store credit

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REDUCING RETURNS

There are two key reasons we are committed to reducing returns. YOU are one of them, we want you to have a great experience. The other is the high carbon footprint and waste associated with returns. To improve on this, our team personally inspects every garment thoroughly before shipping. Here are our top tips to reduce the risk of a return...

1. READ THE DESCRIPTIONS and TAKE YOUR MEASURES

Online shopping is tricky because photos can't tell you how the fabric feels, and we tend to project our wishes onto images instead of reading the type. Please read and use these resources to know what your gettin' your legs into:

• Size chart
• Product comparison chart 
• These product description sections: designed for, what you get, about the fit, about the fabric and T.L.C. - tender legging care.

2. INSPECT BEFORE YOU WEAR IT

Please inspect your garment(s) on arrival. Due to the vulnerable nature of lightweight stretch garments, it's up to the consumer to take care of their clothing, we can't be held responsible for damage found after the garment has been worn. We are experts at what we do and know what flaws look like, so don't try to blame that woodstove melt mark on a manufacturers defect or the quality of the cloth for holes made by your cat, stretch materials weren't designed to withstand that. Bluffs aside, we are human and know it sucks to wreck new stuff. Show these bee-lovers some honey and we will happily provide sustainable solutions.

3. CHECK THE SEAMS

We use only high quality threads and seam finishes, however it's still best to check the seams after trying on and before wearing for long. A RARE thing that can happen and is impossible for us to check for (because there are thousands in every pair) is a skipped stitch that could start to unravel. If you notice a thread coming loose STOP! Do not pull on it. It's a quick fix if left alone. Though we accept returns for faulty garments, as detailed below, a much more sustainable solution is to empower yourself with the skills to sew it, click here to learn how. It's easy, eliminates waiting for an exchange and is way better for the environment than sending back a garment - that so many women worked hard on - because of a single skipped stitch. Like a former girl guide of Canada, you've sew got this!

4. PROTECT THE PRINTS AND FABRIC

Our graphics are printed on the surface of lightweight stretchy fabrics via a process called sublimation. This cool textile technology allows us to print anything our creative heart desires onto materials so soft you never want to take them off. However, if not careful, the prints can be worn off and the material become damaged. Be sure to presoak your garment in cold water to set the ink and avoid rubbing the fabric against another surface repeatedly, especially if sharp or abrasive. If you notice the print is rubbing off or the material showing wear and tear, stop the activity immediately to best preserve the print and fabric... or proceed if you wish, because life is about more than well maintained material things.

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RETURN POLICIES

"I DON'T LIKE IT"

15 days from confirmed delivery or pick-up notice sent

• If you don't like the fit, feel or aesthetic of the item(s), you have 15 days from delivery or the pickup notice to contact us to initiate a return for a refund, exchange or store credit.
• Items must be in the post with tracking information emailed to us, or returned in person, within 7 days of return approval.
• The item(s) must be brand new, unworn, undamaged and unwashed. Trying on and cold water soak is okay.
• You will be responsible for return shipping, we recommend using the Canada or US Postal Service with tracking to ensure it gets to us.
• If returned for a refund, we will refund the original price of the garment(s) including taxes and excluding shipping.
• If returned for an exchange, we will cover shipping the new item to you.
• If a single item order is returned for store credit, we will issue the original amount paid including shipping as a gift card (non-refundable).
• If part of a multi-item order is returned for store credit, we will issue the value of the returned item(s) only, as a gift card. 
• Please try on ALL items before returning ALL items for a fit issue. Different styles are designed to fit differently, as per the "about the fit" section in each product listing and detailed on the product comparison chart.
• We pickup returns from the post office once a week, so please allow 7 to 10 days from return parcel card delivery for processing.

• If the garment has a flaw or defect on delivery (see "what is a flaw" below), you have 15 days from delivery or the pickup notice to contact us to initiate a return for a refund, exchange or store credit.
• Items must then be in the post with tracking information emailed to us, or returned in person, within 7 days of return approval. We will not accept delayed returns.
• Item(s) with inseam requests can be returned for store credit only.
• The item(s) must be brand new, unworn and unwashed. Trying on and cold water soak is okay. Items returned dirty and smelly will need to be washed before our team can process the return request. As such, they will be subject to a $10 washing fee and processed under our "WORN AND NOT AS DESCRIBED" policy below.
• Please submit photos of the flaw before sending the return to receive approval for free return shipping. If approval is granted, ship via the Canada or US Postal Service with tracking and send a photo of your receipt for reimbursement. We will not reimburse courier fees or express post.
• If returned for a refund, we will refund the original price of the garment(s) including taxes and shipping.
• If returned for an exchange, we will cover shipping the new item to you.
• If a single item order is returned for store credit, we will issue the original amount paid including shipping as a gift card (non-refundable).
• If part of a multi-item order is returned for store credit, we will issue the value of the returned item(s) only, as a gift card. 
• We pickup returns from the post office once a week, so please allow 7 to 10 days from return parcel card delivery for processing.
• What constitutes as flawed:
• A hole in the fabric on delivery. We check for visible holes before shipping, but might miss something super tiny and thus not visible until trying on. Avoid using scissors to open your online clothing orders, from any brand, as this is often the cause of holes in new clothes.
• A skipped stitch or thread unravelling. Please do no not pull on it and to be more sustainable, consider empowering yourself with the skills to sew it instead of sending a return, click here to learn how! We can also work with you to hire a local seamstress to reduce shipping emissions.
• A print defect larger than 1/16". We check for defects in awkward spots but might miss something not easily seen.

• If the garment is worn and the features do not perform as described, you have 15 days to contact us and seek approval to return the item for a refund, exchange or store credit.
• Items must be in the post with tracking information emailed to us, or returned in person, within 7 days of return approval.
• This policy excludes fit issues and feel of the fabric which fall under our "I DON'T LIKE IT" policy above.
• Item(s) with inseam requests can be returned for store credit only.
• The item(s) may only be lightly worn and must be returned clean. Items returned showing excessive wear and tear, and lack of proper care, will be sent back to the customer. Items returned dirty and smelly will have a $10 washing fee deducted from the return if approved, as we will need to wash the item before having a team member handle the garment.
• If free return shipping is approved by our team, ship via the Canada or US Postal Service with tracking and send a photo of your receipt for reimbursement. We will not reimburse courier fees or express post.
• If returned for a refund, we will refund the original price of the garment(s) including taxes and shipping.
• If returned for an exchange, we will cover shipping the new item to you.
• If a single item order is returned for store credit, we will issue the original amount paid including shipping as a gift card (non-refundable).
• If part of a multi-item order is returned for store credit, we will issue the value of the returned item(s) only, as a gift card. 
• We pickup returns from the post office once a week, so please allow 7 to 10 days from return parcel card delivery for processing.
• What constitutes as "not as described":
• If you have followed all of our advice and find the product does not perform as described (excluding fit and feel which fall under our "I don't like it" policy) and we have reason to believe your findings are sincere and the product at fault (we may request photos) we will happily work with you on returning the faulty item.

• If the garment is worn and the seams start to unravel within 30 days of confirmed delivery or pickup notice sent, you may contact us and seek approval to exchange for the same item - same style, color and size.
• This policy is for exchange only, no refunds, and each item may only be exchanged once.
• Items must be in the post with tracking information emailed to us, or returned in person, within 7 days of exchange approval.
• The item(s) may only be worn for the intended use and must be returned clean. Items returned showing excessive wear and tear, and lack of proper care, will be sent back to the customer. Items returned dirty and smelly will be sent back to the customer as is unless a $10 washing fee is paid, within 7 days, for our team to be able to process the exchange.
• If free return shipping is approved by our team, ship via the Canada or US Postal Service with tracking and send a photo of your receipt for reimbursement. We will not reimburse courier fees or express post.
• We will cover shipping the new item to you.
• We pickup returns from the post office once a week, so please allow 7 to 10 days from return parcel card delivery for processing.

Follow our T.L.C. instructions in each product listing for longest product life.

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RETURN ADDRESS

Bewildher Fitwear LTD

PO Box 2147 Garibaldi Highlands, BC, V0N 1T0

INCLUDE YOUR NAME INSIDE THE PACKAGE!

Please include who it's from inside the return package. Customers often forget this and while we're still small enough to figure it out via process of elimination, you will get your refund sooner if we know it's yours.

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WHO TO SHIP WITH

• Ship via the Canada or US Postal service with tracking, base rate not express post.
• We cannot be responsible for lost packages and recommend sending your returns with tracking.
• If we offer to cover return shipping, note we will not reimburse courier fees or express post as these services are too costly for our small business. Please use regular post with tracking.

US & INTERNATIONAL RETURNS, special instructions

Please mark the package as a return and verify with the postal service the correct value (CAD or US) to put on the package to avoid duties on the return. Any return packages that incur duties will have the amount deducted from the return.

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EMAIL TO LET US KNOW OF THE RETURN

Once your return is in the post, please email a photo of your receipt that clearly shows the date and tracking number.

Send return emails to hello@bewildher.com

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WHAT HAPPENS TO ONLINE RETURNS

Charging for return shipping is a way for sustainable brands to ensure their customers are serious about keeping their orders. There is a large carbon footprint associated with the shipping and packaging of online orders. What's worse, many large corporations simply throw-out returned merchandise, especially if it's faulty. Watch this TEDTalk to learn more on the topic. Bewildher takes a more sustainable approach, repairing returned garments for sample/markdown sale, as a way to be both more sustainable and accessible.

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